WeDid: Salesforce as a Knowledge Base System

Challenges

Gathering knowledge from a different team (i.e. the support team, product management team, etc.) is a hassle especially all the information is stored in a separate system. Having one system to keep a record of all the Q&A and product information would be a lot easier.

The customer would also like to enable public access of some published articles.

Solutions:

• Utilize the Salesforce Knowledge feature.
• Setup and customise the Public Knowledge Base app.